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title: Smart Handoff Configuration Overview
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# What is Handoff?

Moveworks Smart Handoff directs the user to the correct destination when no resolution is provided by the bot.

The Smart Handoff feature:

* Intelligently routes employees to the right team or destination for further help, after Moveworks attempts to answer the question.
* Powered by domain recognition and user metadata.

Smart Handoff supports the following destinations:

* **Filing a ticket** to Ticketing System
* **Live Agent Handoff** - URL-based, API/ Message Brokering, or channel (Teams, Slack Channel)
* **URL Hyperlink** - to self-service portal, e.g. [https://linktoportal.com/](https://linktoportal.com/)
* **Chat Channel ID**
* **Email Address** - [facilities@company.com](mailto:facilities@company.com)
* **Another Bot** - Hyerplink based handoff

Learn more about handoff here : [Smart Handoff](/docs/smart-handoff)

# Overview of the Handoff module

This module is primarily divided into three sections:

1. **Handoff Settings**: In this section, you need to define the available **categories** in the handoff section and establish handoff strategies for **items** within these categories. There are three main types of handoffs that can be configured:
   1. **File Ticket Handoff**
      1. Utilize default ticket workflow.
      2. Employ rich ticket filing.
   2. **Agent Handoff**
   3. **Deflection Handoff**
      1. URL.
      2. Email.
      3. Chat Channel.

2. **Live Agent Settings**: Configure the type of agent handoff for a specific item. There are several types of support available for this which include:
   1. Channel Handoff: Users can be redirected to a chat channel where agents can address their issues.
   2. API Handoff: This is exclusively supported for Vayusphere, where a chat session can be initiated and the user can be redirected.
   3. URL Handoff: Users can be redirected to a URL via the Moveworks bot.
   4. Agent Broker Handoff: Moveworks also facilitates agent-broker handoff, thereby enabling a chat session between the agent and user within the bot itself. This ensures a smooth transition of messages and issue resolution. Currently, this is only supported for the following integrations:
      1. ServiceNow.
      2. 8x8.
      3. Amazon Connect.

3. **Message Brokering**: These settings can be used to onfigure the in-bot messaging experience between the user and the agent.

# Customizations Available

1. **Customize the “Get Help” Link Label 📝**\
   You can rename the “Get Help” link to better match your company terminology. Prefer “File Ticket”, “Live Chat” or “File ticket/Live chat”? Go for it — it’s all up to you. We’ll share configuration details soon.

   Notice that the URL has been named “File ticket/Live chat”.

   ![](https://files.readme.io/b3b4c019ab88fddbd426962ab1f50fa79e1ee086bf4dd58f122c4595fea35e4d-image.png)

# Configuring Handoff Module

To configure Smart Handoff, please refer to the guides listed below:

* [How to Configure Handoff Settings](/docs/how-to-guides-for-handoff-plugin)
* [How to Configure Live Agent](/docs/how-to-guides-for-handoff-plugin)